--- sourceDocument: Australia Asset Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-asset-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Asset Management ft:clusterId : - itam bundleId : - itam workflow : - Technology --- # Manage failure and resolution codes # Manage failure and resolution codes {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Manage failure and resolution codes ServiceNow enables enhanced maintenance efficiency through the use of standardized and predefined failure and resolution codes. Failure codes identify the precise reason an asset has failed, while resolution codes specify how the issue was resolved. These codes facilitate consistent reporting, analysis, and tracking of asset issues and repairs. Show full answer Show less ## Key Features * **Hierarchical Code Structure:** Both failure and resolution codes are organized in a parent-child hierarchy, allowing detailed and organized categorization. Each code has a path tracing back to its root, which updates automatically if the parent changes. * **Single Parent Linkage:** Each failure or resolution code can be linked to only one parent code of the same type, maintaining clarity in the code structure. * **Admin Center Management:** Enterprise and inventory administrators can create sources for failure and resolution codes, create the codes themselves, and import them via Excel templates. * **User Access and Selection:** Inventory users and enterprise asset technicians can view available codes and sources through the Enterprise Workspace's Admin center, and select appropriate failure and resolution codes during repair flow tasks. ## Practical Use for ServiceNow Customers By leveraging failure and resolution codes within the Repair flow task forms, asset technicians can accurately document failure reasons and resolution methods. This structured approach improves maintenance tracking, supports consistent data for reporting, and enables more effective analysis of asset health and repair outcomes. Administrators benefit from streamlined code management, supporting scalability and accuracy in maintenance operations. Enhance maintenance efficiency with standardized and predefined failure and resolution codes. Failure codes are used to identify the exact reason an asset has failed, while resolution codes specify the method used to resolve the issue. ## Benefits of failure and resolution codes {#manage-failure-res-codes-eam__section_i2k_h3q_mfc} * The predefined codes help in consistent reporting, analysis, and tracking of issues and their resolutions. * The hierarchical structure of the codes, with each code having a parent-child relationship, offers a detailed and organized approach to maintenance. * The Failure code and Resolution code fields in the Repair flow task forms help asset technicians to record the reason for failure of an asset and the resolution used for its repair. {#manage-failure-res-codes-eam__ul_wxj_33q_mfc} ## Hierarchy of codes {#manage-failure-res-codes-eam__section_inn_gjq_mfc} A code can have a parent and a path. For example, Major engine failure can be a parent failure code, with child codes like Engine oil dried out or Carburetor broken down. When a code is created, its path is generated by tracing back to the root code. For example: * For Code A that doesn't have any parents, the path is Code A. * For Code B that has a parent Code A, the path is Code A, Code B. * For Code C that has a parent Code B, the path is Code A, Code B, Code C. {#manage-failure-res-codes-eam__ul_uv1_jjq_mfc} Note: The parent code is of the same type as the child code. For example, the parent of a failure code is another failure code, and the same applies to resolution codes. If the parent changes, the path of the children is automatically updated. A failure code or resolution code can be linked to only one parent code. ## Work with failure and resolution codes {#manage-failure-res-codes-eam__section_hh1_yzf_s3c} As an enterprise administrator or inventory administrator, you can perform the following actions in the Admin center: * [Create a source for failure and resolution codes](https://www.servicenow.com/docs/ZJKHzo0Tdaecq8mzxQ7RRQ "Create a source to be associated with any failure or resolution code. The source for a code could be internal, external, or even from a manufacturer."). * [Create failure and resolution codes](https://www.servicenow.com/docs/zGANytnJPJoLc4W~7nObBA "Create a failure or resolution code to help enterprise asset technicians identify either the asset failure or the solution to the asset problem."). * [Import failure and resolution codes through Excel template](https://www.servicenow.com/docs/_4R7Tf9b2sk1Lky2gyrDTA "Import multiple failure and resolution codes via Excel templates in the Admin center to assist enterprise asset technicians in diagnosing asset issues and their resolutions."). {#manage-failure-res-codes-eam__ul_ufn_5lq_mfc} As an inventory user or enterprise asset technician, you can perform the following actions: * View the available failure and resolution codes by navigating to WorkspacesEnterprise WorkspaceAdmin centerFailure and resolution and selecting the Codes list. * View the sources for failure and resolution codes by navigating to WorkspacesEnterprise WorkspaceAdmin centerFailure and resolution and selecting the Sources list. * Select the failure and resolution codes in the Repair flow task forms. For more details, see [Troubleshoot assets requested for repair in the Enterprise Asset Workspace](https://www.servicenow.com/docs/JHmoUmJL2N1_yxilIC76Bg "Complete the troubleshooting task to assess the issues with the defective asset. Based on your observations, you can confirm whether the asset can be repaired, redeployed, or should be disposed of.") and [Complete the repair asset task in the Enterprise Asset Workspace](https://www.servicenow.com/docs/gSifmvihTg9uK0StU5bChQ "Complete the repair of the asset and confirm if the asset is repaired, unrepairable, or redeployable."). {#manage-failure-res-codes-eam__ul_elj_b1g_s3c} *[\>]: and then